In its official reply to STOMPer Justina's post on tampered mail, SingPost has explained that it does its best to handle all mail with care. But it would be unable to investigate tampered mail cases if the recipient fails to keep the envelope cover. The STOMPer had said her mail had been tampered with, and that her parcels had gone missing.

A SingPost spokesperson said:

"We refer to the post made by STOMPer Justina on the 20h of January.

"SingPost does its utmost to preserve the quality of more than 2.8 million items it handles every day.

"However, mail items could get damaged in the process of posting, processing or delivery; especially if the items are not packed properly.

"SingPost will repack and seal the damaged mail item in a plastic carrier before delivery as part of our value-added service.

"In STOMPer Justina’s case, we are not able to ascertain the probable cause for the tampered mail as she did not have the envelope cover.

"It is important that we sight the cover to determine the rightful party responsible as SingPost is not the only delivery agent in Singapore.

"We would like to advise the public to retain the envelope to facilitate investigations if they encounter a similar incident.

"On the issue of her missing mail, our delivery base manager, in his correspondences with STOMPer Justina, explained that we were unable to establish the actual cause of the non-delivery as ordinary mail is not tracked.

"Nonetheless, we have monitored and found the mail delivery performance her area to be good.

"We thank her for being understanding, and will continue to monitor the situation closely."